Help
A render failed
Read the failing stage first — it names what went wrong and, where possible, the fix. The most common causes:
| Symptom | Usual cause |
|---|---|
| Fails immediately, nothing charged | Validation: a scene with no source, or missing narration |
| Fails during narration | A script line that can't be voiced, or a provider outage |
| Fails during produce | A source that isn't readable, or an avatar request that timed out |
| Finishes but looks wrong | Almost always a project-level setting — aspect ratio, brand, or voice |
Validation failures are the cheap kind: nothing paid ran.
A job seems stuck
Check the job's events before cancelling. Long-running stages are usually narration or avatar generation, both of which depend on external providers. Cancelling is safe and doesn't charge for work that hasn't run.
The estimate is higher than I expected on a re-render
Something invalidated more of the cache than you meant to — most often a project-level setting that affects every scene. See How it works.
The voice mispronounces our product name
Add it to the pronunciation list rather than spelling it phonetically in the script — spelling it in the script also corrupts the captions and the written guide. See Voice and avatars.
Something sensitive is visible in a published video
Unpublish the share first, then blur the affected scenes and re-render. Removing the share stops new views immediately; re-rendering fixes the artifact.
The video and the document disagree
Documents are regenerated deliberately, not automatically, so edits you made to the text aren't overwritten. Regenerate the document after changing the video — see Documents.
Still stuck
Email support@decodx.ai. Include the project and, if a render failed, the job — it's much faster than a description.